Transcript CWA Customer Service Occupational Stress Survey

CWA Customer Service
Worker Stress Survey
• 254 members from several telecommunications
and media locals completed the survey
• Survey questions targeted job stress factors and
health outcomes
• Job stress factors may be described in terms of
job controls and job demands
Job control -How much or how little control do customer
service workers have over their job
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Job security/insecurity
Off-shoring, outsourcing, fear of layoffs
Lack of recognition for performed work
Lack of promotion opportunities
Harassment
Job demand –
Type and amount of production/performance
pressures on customer service workers and
quality of physical work environment
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Forced overtime/speed-ups
Electronic performance/supervisor monitoring
Lack of training
Inadequate physical design of work equipment and
tools and overall work environment
Schedule:
• 87% of customer service representatives
work full-time schedule 37.5-40 hrs/week
• 40% indicated pressure to work overtime
• 33% worked overtime every week
• 23% worked overtime monthly
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81% said management sets work pace/rate
82% reported monitoring by supervisors
90% reported electronic monitoring
88% indicated numbers, productivity, and
adherence to rules and quotas were more
important than doing the job properly
• 79% reported introduction of new technology led
to increased workloads
• 73% said equipment/computers malfunction or
need repair
Job Stress Carries Beyond the Workplace:
• 78% reported taking job stress home
• 85% come home too tired to do things they like
• 62% indicated work takes away from personal
responsibilities
• 49% worried that co-workers home situations will
carry over into the workplace causing
disruptions or violence
Job Satisfaction:
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90% feel stressed/burned out from their job
71% said workload is too high often/always
80% said work pressure is too high often/always
73% said there is an unfair division of tasks
84% reported management does NOT listen to
worker proposals, suggestions, or ideas
• 90% indicated management does NOT consult
workers regarding work operations
Training:
• 67% need more training to do job better
• 89% indicated they do not have/are not
provided time to become proficient in
necessary job skills
• 66% said they are not provided advance
notice/training on new product offerings
Work Environment:
• 83% of customer service workers reported
indoor air quality problems
• 70% said their work area is too cluttered
• 55% indicated their work area is too noisy
• 48% need more privacy at work
Health Issues:
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79% experienced stress/anxiety
75% fatigue/exhaustion
69% sleeping problems
65% anger/irritability
63% headaches
50% depression
More serious health problems:
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41% experience heartburn/indigestion
36% high blood pressure
19% chest pain
74% of customer service workers had
seen a doctor, medical practitioner, or
counselor regarding health effects
associated with job stress.
The CWA Customer Service Survey was limited
to a relatively small number of participants, but
the identified data suggests a real need for the
Union to take the issue of job stress and working
conditions “head on.”
• Create local union customer service/occupational safety
and health committees
• Expand job stress training
• Coordinate with National CWA Customer Service
Advocate Committee for ongoing programs